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Loyalty News

Loyalty360 reports on news and trends related to loyalty marketing, customer loyalty, customer engagement, customer experience, CRM, voice of the customer and more. Our ongoing coverage is of interest to marketers and operations professionals in any industry.

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[Expo Video] How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

Paul Conder, Principal and Customer Experience lead at Lenati LLC - will discuss how to create a holistic customer experience in all aspects of your business; connecting creative, customer insights,…Read More

[Expo Video] Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

Since travel business loyalty programs launched in 1980 and hotel programs soon after in 1982, the engagement and loyalty game has changed. Red Lion Hotels Corporation (RLHC) has decided to put…Read More

25 Loyalty and Engagement Stats You Need to Know

Establishing connections with customers is essential to build loyalty. To do that successfully, brands must understand their target audience and their motivations for joining a program. Building loyalty requires that…Read More

2015 Imperative for CIOs: Contact Center Modernization

As business professionals, we all deal with competing pressures from multiple sources, but just look at what CIOs have to address. The CEO wants to know which technologies are just…Read More

Can You Keep Up With Burberry?

Surprisingly, one of the leaders in content marketing has been the British Fashion House, Burberry. Admittedly, they have become a media content company, focusing on bringing unique digital experiences…Read More

Black Friday Lessons From Both Sides of the Atlantic

Few of us can have missed the scenes of frantic shoppers searching for that ultimate bargain on Black Friday. This is something fairly new in the UK, having originated in…Read More

United’s Voice of the Customer Program Vital to Great Customer Experience

United Airlines listened to its customers earlier this year before it changed its frequent-flier loyalty program and award miles based on ticket price rather than distance flown. The major shift…Read More

Social Media Triggers Customer Engagement for LG Electronics

Transforming customer engagement into customer loyalty is the overarching goal at LG Electronics, says David Vanderwaal, Head of Marketing USA for LG Electronics. One of the biggest ways LG Electronics…Read More

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United’s Voice of the Customer Program Vital to Great Customer Experience

United Airlines listened to its customers earlier this year before it changed its frequent-flier loyalty program and award miles based on ticket price rather than distance flown. The major shift…Read More

Social Media Triggers Customer Engagement for LG Electronics

Transforming customer engagement into customer loyalty is the overarching goal at LG Electronics, says David Vanderwaal, Head of Marketing USA for LG Electronics. One of the biggest ways LG Electronics…Read More

Guest Comments Feed Customer Experience Passion at Red Roof Inn

Red Roof Inn prides itself on, not only listening effectively to its customers, by also by responding to those requests to deliver a great customer experience. Focusing on guest comments…Read More

Publix Pharmacy Honored for Customer Experience

Publix certainly walks the customer experience walk. On its company website, Publix offers the following message aimed at always delivering exemplary customer service: “Publix aims to be a great…Read More

Modern Marketing Architecture Helps Deliver Relevant Customer Experiences

RedPoint Global CEO Dale Renner told Loyalty360 that in the past decade marketers have witnessed dramatic changes in the marketing landscape. In a relatively short period of time, power has…Read More

Q&A: Insights Into Customer Experience Metrics and VOC Efforts

At Iron Tribe Fitness, customer experience is seen as a lifestyle, one that engenders brand loyalty to its members, according to Jim Cavale, president, COO, and partner of the Birmingham,…Read More

Coca-Cola Company Revising Incentive Metrics to Spark Customer Engagement

Noted that 2014 has been a challenging year for the industry, Kathy Waller, Chief Financial Officer for The Coca-Cola Company, said the company plans to revise incentive metrics to spark employee…Read More

Sony Pictures Hack Fallout Could Have Serious Effect on Brand Loyalty

Among established brands of the world, few have experienced a figurative brand loyalty bludgeoning as crippling as Sony Pictures Entertainment has in the wake of the Nov. 24 data hack. While…Read More

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25 Loyalty and Engagement Stats You Need to Know

Establishing connections with customers is essential to build loyalty. To do that successfully, brands must understand their target audience and their motivations for joining a program. Building loyalty requires that…Read More

Don’t Rip and Replace— Wrap and Renew!

The abundance of legacy applications in the contact center can trap a business into rigid, inefficient processes and introduce undue complexity. Over the years, mergers and acquisitions and…Read More

Creating a Customer-Centric Business Culture

Achieving a customer-centric business culture requires a keen sensitivity to employee commitment, listening to customer feedback, and quantifying and measuring progress accordingly. To identify the variables…Read More

Simplify Customer Service with 360-Degree View of the Customer

In many ways, simplicity is the key to success. By simplifying customer service processes for customers and employees, these engagements can focus on solving problems and building lasting relationships. As…Read More

Customer Centricity Index Top 10 Performing Restaurants 2014 Fast Food & Casual Dining

The dunnhumby Customer Centricity Index (CCI) measures customers' perceptions of how well restaurants meet their needs and wants. This report provides a glance into customer perceptions of the most customer-centric…Read More

Metrics That Matter: Smartvideo Benchmarks for Insurance Leaders

This SmartVideo Index: In Brief focuses on the SmartVideo engagement METRICS THAT MATTER for customer experience and marketing leaders in the insurance industry. Benchmarking the right metrics allows insurers to…Read More

Bravo Brio Restaurant Group Re-calibrates to Reward Guest Frequency

The Bravo Brio Restaurant Group (BBRG) first launched its surprise and delight rewards program in September 2012. The company had set a goal of generating a certain number of incremental visits…Read More

Shopper Insights to Improve Retail Loyalty Programs

The escalating proliferation of retailer customer loyalty programs has led many to question the return on their program investments. While there is debate on the best set of outcomes to…Read More

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Page of 497
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2015 Imperative for CIOs: Contact Center Modernization

As business professionals, we all deal with competing pressures from multiple sources, but just look at what CIOs have to address. The CEO wants to know which technologies are just…Read More

Can You Keep Up With Burberry?

Surprisingly, one of the leaders in content marketing has been the British Fashion House, Burberry. Admittedly, they have become a media content company, focusing on bringing unique digital experiences…Read More

Black Friday Lessons From Both Sides of the Atlantic

Few of us can have missed the scenes of frantic shoppers searching for that ultimate bargain on Black Friday. This is something fairly new in the UK, having originated in…Read More

5 Non-Customer-Facing Roles That Impact Customer Experience

Which role in your organization has the biggest impact on your company’s customer experience? If you ask most company leaders, they’ll likely name someone with a…Read More

How to Increase Retail Foot-Traffic in Spite of Severe Weather

As more extreme weather events hit cities and towns all around the world, brick-and-mortar retailers are getting hit by lower sales and the reasons are pretty obvious to…Read More

Keep It Simple, Survey (Author)!

In my last post I emphasized the need to prevent getting “journey-jammed,” focusing too much on a goal too large to handle all at once. Here I&rsquo…Read More

Moving Towards Real Insights: Translating Big Data for Your Business and Customers

These days, the term “Big Data” seems to be synonymous with an opinion – everybody has it. But it’s more than just a buzzword or …Read More

Buyer beware: ‘Tis the Season for Phony Consumer Goods

With the holiday buying season in full swing, it’s no surprise that shoppers are especially price conscious, leading many consumers to base their buying decisions almost exclusively on…Read More

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[Expo Video] How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

Paul Conder, Principal and Customer Experience lead at Lenati LLC - will discuss how to create a holistic customer experience in all aspects of your business; connecting creative, customer insights,…Read More

[Expo Video] Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

Since travel business loyalty programs launched in 1980 and hotel programs soon after in 1982, the engagement and loyalty game has changed. Red Lion Hotels Corporation (RLHC) has decided to put…Read More

[Expo Video] The Loyalty360 CX Awards Ceremony

Loyalty360 would like to congratulate the winners of the inaugural Loyalty360 CX Awards presented at the 4th annual Loyalty360 Engagement & Experience Expo in Dallas, Texas. Loyalty360 CX AwardsRead More

[Expo Video] Internet of Things: Increasing Consumer Engagement in a Digitized World

Join this session to learn about and discuss: - Available IoT tech (e.g., geofencing, micro-location, BLE, GPS, WiFi, etc.) - How IoT tech can impact CX: Getting noticed in…Read More

[Expo Video] Increasing Brand Engagement Through Behavioral Economics

Brand engagement doesn't happen from a single stimulus or simple engagement tactic. In order to create intimate brand satisfaction, every element a customer experiences needs to…Read More

[Expo Video] Loyalty Doesn’t Stand Alone

Most loyalty programs are focused on customer retention.  But, as part of loyalty, advocacy deserve more than lip service.  YA showcases the strong connection between loyalty and advocacy,…Read More

[Expo Video] Case Study: How ANZ Tapped Real-Time Customer Feedback to Implement Changes that Recovered $Billions in Lost Loans

With more than 47,000 employees, ANZ provides banking and financial services to approximately 8 million customers across 33 global markets from its Australian headquarters.  With an aggressive goal of being the best…Read More

[Expo Video] How to Enable Change in Customer (and Associate) Centricity

Most every organization understands how important it is to be customer centric. But actually embedding the customer experience into the fabric of an organization, ensuring that is a priority and…Read More

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